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Retail Sales Executive

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Date: Jul 21, 2022

Location: Providenciales, TC

Company: Digicel

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

 

Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.

 

Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.

 

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.

 

Visit www.digicelgroup.com for more.

 

Job Title

Retail Sales Executive

 

Primary objective of the job:

  • Disseminate information on all Digicel’s offerings to customers
  • Sell all Mobile and Home and Entertainment Products and Services
  • Provide after sales service to customers and resolve customer queries and issues

 

Main Duties and Responsibilities:

As a Digicel Retail Sales Professional, you will wear many hats, the list of responsibilities below will be assigned to you by your supervisor on a rotating basis, as needed. Whatever role you are assigned to play, your responsibilities fall within these five main areas:

 

Greeting

  • Engaging customers and ascertaining the reason for visiting the store at the first point of entry
  • Accurately directing customers to the appropriate zone in the store based on their reason for visiting
  • Logging the reason for customers’ visits using the Smartserve application
  • Adding customers to the virtual queue
  • Managing customers’ expectations regarding the service levels
  • Maintaining up-to-date information about Digicel products and services
  • Cleaning of any incidental spills
  • Removal of any trash on floor
  • Ensuring that the temperature in the store is comfortable (roughly 22 degrees Celsius)

 

Floor Walking

  • Monitoring the virtual queue using the Smartserve application
  • Providing timely resolutions to customers’ queries at the first point of contact
  • Selling and upselling handsets, products and services
  • Matching customers’ needs to our available products
  • Providing customers with accurate information about products and services (Terms & Conditions and costs)
  • Using Smartserve presales function to build sale of devices and/or plans
  • Troubleshooting customer issues and enacting appropriate resolution path
  • Adhering to escalation procedures for handling repairs and faults
  • Adhering to fault logging procedures
  • Maintaining real time knowledge of device prices, features and offers
  • Completing Walk Out Using conversation with customers who purchase new devices or recharge or who have completed a new prepaid or postpaid activation
  • Reporting any issues with display devices, screens or fixtures to the Store Manager
  • Upgrading and downgrading customer’s Home and Entertainment packages
  • Reporting any damage observed in the store to the Store Manager or Store Supervisor
  • Cleaning screens of the display devices
  • Ensuring that any excessive soiling is removed from display services
  • Ensuring that display devices are open and not PIN protected or password locked
  • Monitoring display devices (handsets & tablets) to ensure they are fully charged and functional
  • Wiping any customer loaded content from display devices daily (pictures, downloads)
  • Assist customers with using retail systems, where applicable, such as self-help kiosks

Cashing

  • Processing all payments for goods and services through Digicel’s POS and Broadhub systems
  • Ensuring that correct payment is collected and change issued for merchandize sold
  • Securing monies and cheques received as payment until end of day cash balancing
  • Ensuring that cash is balanced at the end of his/her shift
  • Advising customers of warranty guidelines
  • Testing devices (handsets, tablets etc) before sale to confirm functionality
  • Delivering tested devices to customers once sale has been tendered
  • Adhere to cash handling procedures
  • Scanning and uploading all required documents to customers accounts

General

  • Prepare all paperwork for account adjustments and corrections
  • Ensuring that the store is clean and comfortable for customers at all times
  • Complying with all brand guidelines pertaining to retail uniform and self-presentation
  • Attendance at all morning huddles or meetings held prior to the start of the work day
  • Handling warranty and non-warranty issues
  • Accounting for all merchandize available in store
  • Remaining vigilant and monitoring the status of display devices
  • Maintaining up-to-date information about Digicel’s offers, that is, products and services, devices and promotions
  • Providing prompt and personable assistance to all Digicel customers
  • Achieving stipulated daily, weekly and monthly sales targets
  • Completing all mandatory courses with an 80% pass mark
  • Promote all Digicel apps and their benefits
  • Promote digital solutions and benefits
  • You can be assigned to work at any Digicel retail (Providenciales, North Caicos, South Caicos or Grand Turk) store in expense of the company.
  • Any other duties as assigned by any person duly authorized and identified by the company

 

Academic qualifications and experience required:

  • Minimum 5 CXC/GCE O'levels (including English Language and Mathematics or numerical equivalent)
  • Minimum requirement of intermediate computer skills
  • Proficiency in using Microsoft Word
  • Previous sales experience, with demonstrated success is an asset
  • Previous experience in a customer service environment is an asset
  • A second language is an asset (Spanish, Creole or French)
  • Full understanding and proficiency of smartphones, apps and social media

 


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